WFM Agent Schedule and Statistics dataset

The WFM Agent Schedule and Statistics dataset contains the following data:

Actual

Data field	Definition
Admin Time (h)	The time agents spend on administrative tasks, in hours. The information is based on the states which are logged from the ACD/CTI platform.
Admin Time (m)	The time agents spend on administrative tasks, in minutes. The information is based on the states which are logged from the ACD/CTI platform.
Admin Time (s)	The time agents spend on administrative tasks, in seconds. The information is based on the states which are logged from the ACD/CTI platform.
After Call Work (h)	After call work (ACW) is the total time in hours, the agent spends on a customer contact, after they have finished talking to the customer.
After Call Work (m)	After call work (ACW) is the total time in minutes, the agent spends on a customer contact, after they have finished talking to the customer.
After Call Work (s)	After call work (ACW) is the total time in seconds, the agent spends on a customer contact, after they have finished talking to the customer.
Agent Answered Volume	A call, chat, email, or task that has been answered by an agent on a specific queue.
Agent Answered Volume / Ready Hour	The number of calls, chats, emails, or tasks answered by an agent divided by the number of hours in ready state.
Agent Handling Time (h)	Total time in hours that an agent spends on a call or task including the after call work.
Agent Handling Time (m)	Total time in minutes that an agent spends on a call or task including the after call work.
Agent Handling Time (s)	Total time in seconds that an agent spends on a call or task including the after call work.
Agent Hold Time (h)	Total time in hours that calls are on hold for an agent and queue.
Agent Hold Time (m)	Total time in minutes that calls are on hold for an agent and queue.
Agent Hold Time (s)	Total time in seconds that calls are on hold for an agent and queue.
Agent Talk Time (h)	Total time in hours agents spend talking to customers based on the states which are logged from the ACD/CTI platform.
Agent Talk Time (m)	Total time in minutes agents spend talking to customers based on the states which are logged from the ACD/CTI platform.
Agent Talk Time (s)	Total time in seconds agents spend talking to customers based on the states which are logged from the ACD/CTI platform.
Agents Ready	The number of agents who were in the state "ready." An agent is counted as "ready" as soon as he/she has any logged in time at any point during a period.
Avg After Call Work (s)	The time in seconds agents spend on calls after they have finished talking to the customer, divided by all answered calls on queue.
Avg Handling Time (s)	The amount of time it takes on average to handle a contact to completion, including talk time plus after call work time calculated by total handling time/answered calls on queue.
Avg Hold Time (s)	The average hold time calculated as total hold time / total number of answered calls on queue level.
Avg Talk Time (s)	The average talk time calculated as total talk time / total number of answered calls.
Direct Incoming Calls	Calls made directly to an agent, not through queue.
Direct Incoming Talk Time (s)	Total time that agents spend in calls made directly to an agent, not through queue.
Direct Outbound Calls	Number of outgoing calls made by an agent. Depending on the CTI platform used, this measure may not include outbound calls that were not completed. i.e. unanswered.
Direct Outbound Talk Time (s)	Total time agents spend talking in outbound calls made by an agent.
Idle Time (h)	The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.
Idle Time (m)	The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.
Idle Time (s)	The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.
Logged In Time (h)	The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.
Logged In Time (m)	The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.
Logged In Time (s)	The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.
Not Ready Time (h)	The total time in hours when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.
Not Ready Time (m)	The total time in minutes when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.
Not Ready Time (s)	The total time in seconds when agent are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.
Occupancy (%) (Ready Time - Idle Time / Ready Time)	The percentage of ready time that an agent spends actively handling contacts (incoming calls, after call work, outbound calls).
Readiness (%)	The percentage of the logged-in time the agents are in a ready state.
Ready Time (h)	Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.
Ready Time (m)	Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after-call work. Ready time is consequently all time where the agents are in one of the ready states.
Ready Time (s)	Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.
Transfer Rate (%)	The percentage of calls that are transferred out of the total calls handled.
Transferred Calls	A call that is transferred from one agent or queue to another.

Date Interval

Data field	Definition
Date Interval	A date and time value representing the reporting interval in which the data was captured. Interval duration depends on the system configuration.

External Logon

Data field	Definition
External Logon ID	External logon denotes login identities imported from external systems, used for single sign on, to access external data, or to synchronize user accounts and provide statistics. A single user can have several external logon accounts, providing separate statistics for each account. Several users can share the same external logon, but we do not recommend this because in this case no distinct statistics per user can be provided.
External Logon Log Data Source	Where the external logon details came from. For example, the ACD or other systems.
External Logon Name	External logon denotes login identities imported from external systems, used for single sign in, to access external data, or to synchronise user accounts and provide statistics. A single user can have several external logon accounts, providing separate statistics for each account. Several users can share the same external logon, but we do not recommend this because in this case no distinct statistics per user can be provided.

Organization

Data field	Definition
Business Unit Code	The Calabrio ONE database GUID for the business unit.
Business Unit Name	The organizational unit at the top of the business hierarchy. It can contain one or more sites.
Site Code	The Calabrio ONE database GUID for the site.
Site Name	A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams.
Team Code	The Calabrio ONE database GUID for a team.
Team Name	The display name for the collection of agents.

Person

Data field	Definition
Agent Skill Set Code	The Calabrio ONE database GUID for the agent skill set.
Agent Skill Set Name	A unique combination of assigned skills for an agent.
Employment End Date	The date when the person's employment ended in Calabrio ONE.
Employment Number	This number associated with the person appears if your Calabrio ONE system is connected to your Human Resources Management System (HRMS).
Employment Start Date	The date when the person's employment started in Calabrio ONE.
First Name	The user's first name.
Is Agent	Whether or not the person is an agent. 1 = yes, 0 = no.
Is Person Deleted	Whether or not a person is deleted. 1 = yes, 0 = no.
Is User	Whether or not a person is a user in WFM. 1 = yes, 0 = no.
Last Name	The user's last name.
Person Code	The unique ID of a WFM person.
Person Contract Code	The Calabrio ONE database GUID of the person contract.
Person Contract Name	The display name of the person contract.
Person Email	The user's email address.
Person Name	The full name of the agent in the WFM system. A person is considered to be an agent if he/she belongs to a team. The person code/ID connected is a unique identifier for the person in the WFM system regardless of person period.
Person Note	This data comes from an open-text field in the People module.
Person Parttime %	The percentage of a full-time schedule that a part-time agent works. For example, an agent who works half time has a parttime % of .5.
Person Period Note	A comment that is added to the person period. This data comes from an open-text field in the People module.
Person Timezone	The timezone associated with the user's WFM settings.

Schedule

Data field	Definition
Absenteeism (%)	How much of the scheduled contract time the agents have been absent calculated as Scheduled contract absence time / Scheduled contract time.
Planned Overtime (h)	The originally planned overtime in hours for an agent. If an agent was scheduled to work overtime but is absent, he/she will not be compensated for the overtime.
Planned Overtime (m)	The originally planned overtime in minutes for an agent. If an agent was scheduled to work overtime but is absent, he/she will not be compensated for the overtime.
Planned Overtime (s)	The originally planned overtime in seconds for an agent. If an agent was scheduled to work overtime but is absent, he/she will not be compensated for the overtime.
Scheduled Contract Absence Time (h)	All contract time in hours for absence types. One may specify per absence type whether it should be considered contract time or not.
Scheduled Contract Absence Time (m)	All contract time in minutes for absence types. One may specify per absence type whether it should be considered contract time or not.
Scheduled Contract Absence Time (s)	All contract time in seconds for absence types. One may specify per absence type whether it should be considered contract time or not.
Scheduled Contract Time (h)	The time in hours for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. One may specify per activity and absence whether it should be considered contract time or not.
Scheduled Contract Time (m)	The time in minutes for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. One may specify per activity and absence whether it should be considered contract time or not.
Scheduled Contract Time (s)	The time in hh:mm:ss for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage and schedule period. One may specify per activity and absence whether it should be considered contract time or not.
Scheduled Overtime (h)	All time in hours worked beyond the normal contract time.
Scheduled Overtime (m)	All time in minutes worked beyond the normal contract time.
Scheduled Overtime (s)	All time in seconds worked beyond the normal contract time.
Scheduled Paid Time (h)	All scheduled time in hours that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.
Scheduled Paid Time (m)	All scheduled time in minutes that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.
Scheduled Paid Time (s)	All scheduled time in seconds that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.
Scheduled Ready Time (h)	Time in hours when agents are scheduled to be logged in and ready to handle customer contacts.
Scheduled Ready Time (m)	Time in minutes when agents are scheduled to be logged in and ready to handle customer contacts.
Scheduled Ready Time (s)	Time in seconds when agents are scheduled to be logged in and ready to handle customer contacts.
Scheduled Time (h)	All the scheduled time in hours, regardless if it is contract time, work time, or absence time.
Scheduled Time (m)	All the scheduled time in minutes, regardless if it is contract time, work time, or absence time.
Scheduled Time (s)	All the scheduled time in seconds, regardless if it is contract time, work time, or absence time.
Scheduled Work Time (h)	The reported or calculated time used performing an activity (work-related tasks) or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.
Scheduled Work Time (m)	The reported or calculated time used performing an activity (work-related tasks) or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.
Scheduled Work Time (s)	The reported or calculated time used performing an activity (work-related tasks), or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.

Schedule & Actual Calcs

Data field	Definition
Agent Answered Volume / Scheduled Ready Hour	The number of calls, chats, emails, or tasks answered by an agent divided by the scheduled ready time in hours for the default scenario.
Ready Time / Scheduled Ready Time (%)	The percentage of actual ready time compared to the scheduled ready time.

Shift Category

Data field	Definition
Is Shift Category Deleted	Whether or not a shift category is deleted. 1 = yes, 0 = no.
Shift Category ID	A shift category is a group page for shifts. The shift categories are used for preferences, rotations, fairness, and shift category limitations.
Shift Category Name	A shift category is a group page for shifts. The shift categories are used for preferences, rotations, fairness, and shift category limitations.
Shift Category Short Name	The abbreviation for the shift category that your organization configures in WFM.
Shift Category Status	Whether the shift category is Active or Deleted.
Shift End Date	The date on which an agent’s scheduled shift ends.
Shift Start Date	The date on which an agent’s scheduled shift starts.

Shift Length

Data field	Definition
Shift Length (h)	The shift length is the total time of a shift. Use the Shift Length to sort or filter measures for Agent Schedule and Preferences.
Shift Length (m)	The duration of the shift in minutes.
Shift Length ID	The Calabrio ONE database ID for the shift length.

System

Data field	Definition
system_person_code	The unique ID of a WFM person.
system_realm_id	The Calabrio ONE database ID for the Calabrio realm that the tenant is in.
system_team_code	The Calabrio ONE database GUID for a team.
system_tenant_id	The Calabrio ONE database ID for the tenant.